Sr Collection Executive / SME - GOODSCORE
(2025-09 - 2026-07)
Lender Portfolios Managed: BAJAJ, SAYYAM, MPOCKET, HOMECREDIT, AIRCL, and ACRE.
- Reporting: Performance Reporting (CDR, APR, EOD, MOM)
- Leadership: Team Management, Attendance Rostering, Recruitment/Interviews
- Quality: Call Auditing & Quality Control Feedback
- Soft Skills: Negotiation, Conflict Resolution, Multitasking, and Time Management
- Operational Leadership: Conducted daily morning briefings to align the team on Daily Recovery Requirements (DRR) and set performance expectations.
- Strategy & Planning: Formulated daily action plans to hit targets, including the strategic assignment of contact leads to agents.
- Performance Monitoring: Shared daily ARP reports and EOD (End of Day) reports with management to track recovery progress.
- Agent Coaching: Mentored agents on following up with PTPs (Promise to Pay) and maximizing callbacks to ensure individual and team target achievement.
- Quality Assurance: Audited agent calls and provided constructive feedback to bridge performance gaps.
- Team Development: Guided new joiners on day-to-day activities, call planning, and the importance of teamwork in reaching milestones.
- Administration: Managed agent attendance registers and daily Minutes of Meeting (MOM) and conducted interviews for new talent acquisition.
Sr Collection Executive / SME - V Catch (CRED)
(2023-07 - 2025-08)
- Skills: Slath RTC Dialler
- Promotion: Promoted to SME (Subject Matter Expert) due to consistent high performance and leadership potential.
- Operations: Managed call centre logistics, including lead allocation, rostering, and attendance.
- Reporting: Analyzed CDR and APR reports to identify trends and improve operational efficiency.
- Performance: Received 3 awards for achieving top collection performance.
- Quality Control: Conducted team meetings and performance reviews and provided structured feedback through call auditing.
- Technology: Utilized Slath RTC Dialler for managing high-volume call operations.
